Network Monitoring Agent

• Real -Time Network Monitoring and Alert Response:
  
• Monitor network systems (Zabbix, Grafana, The Dude) for performance anomalies, service disruptions and triggers.
  
• Assess the severity and customer impact of incoming alerts.
  
• Initiate documented troubleshooting steps to resolve issues and independently where possible.
  
• Log all network incidents clearly and accurately in the ticketing system.
  
• Incident Communication and Escalation Management:
  
• Ensure clear and timely communication to relevant stakeholders regarding incident status,impact, and estimated time of resolution (ETA).
  
• Follow established escalation procedures, engaging higher -level support teams when necessary.
  
• Pro -actively chase resolutions, keeping all stakeholders informed at regular intervals until issues are fully resolved.
  
• Assess and clearly document customer impacts associated with network alerts and incidents.
  
• Prioritise incidents based on the level of customer impact and urgency.
  
• Consistently adhere to agreed -upon Service Level Agreements (SLAs), ensuring timely responses and resolutions.
  
• Develop a comprehensive understanding of network infrastructure, monitoring systems, andBcustomer environments.
  
• Identify opportunities for process improvements, system enhancements, and monitoring optimisations.
  
• Actively participate in training and knowledge -sharing initiatives within the surveillance team
  
• Accurate Incident Logs.
  
• Proactive Incident Communication.
  
• Adherence to SLAs.
  

Requirements

• Previous experience with network monitoring tools (Zabbix, Grafana, The Dude) advantageous.
  
• Experience with ticketing systems in a team -based support environment is beneficial.
  

• Technical Competencies:
  
• Basic understanding of network protocols (TCP/IP, DNS, DHCP, HTTP, ICMP, SNMP).
  
• Fundamental network troubleshooting skills advantageous.
   Proficiency in Microsoft Office (Word, Excel, Outlook).

• Professional Skills:
  
• Strong communication skills, both written and verbal, for clear stakeholder interactions.
  
• Attention to detail when logging, updating, and documenting incidents.
  
• Ability to multi -task effectively and prioritise work in a high -pressure, fast -paced environment.
  
• Demonstrated problem -solving and analytical capabilities.
  
• Familiarity with SLA principles and their application in a network monitoring context.
  
• Strong interpersonal skills, able to work collaboratively with cross -functional teams.
  
• Grade 12 is required.
  
• A relevant tertiary diploma or degree will be beneficial.